Client Engagement Manager

Milan, Italy
23 Feb 2022
01 Jun 2022

Founded in 1856 by Thomas Burberry, Burberry is a global luxury brand with a distinctly British attitude. We are a global business with an extensive network of both owned and franchised stores across EMEIA, Asia Pacific and Americas. We are digital pioneers, and innovative technology underpins every aspect of our business, from product design to distribution and marketing. We believe that modern luxury means being socially and environmentally responsible; this mindset is core to our business and key to our long-term success.


The purpose of this role is to support the Client Engagement Senior Manager in the execution of the Client strategy for the region. This role's key purpose is to drive the Client Engagement performance in Europe, for client retention, re-activation and acquisition objectives, focusing on Italy. The aim of the position is to plan and implement a consistent and commercially impactful customer strategy, aligned with the global strategy.


Client Engagement Performance
- In partnerships with the CE Senior Manager and the Retail Directors, and with the support of the CE Coordinator, monitor the CE performances in the region
- Provide insight to unlock specific opportunities by store and client segment, especially in Italy
- In line with the Global and Regional Strategy, develop yearly, quarterly and monthly regional plans to be executed through Retail network with the CE team
- Work on strategy and execution of customer plans to reach top client growth objectives
- Interpret on a monthly basis key top customers retention opportunities and define appropriate action plans

Events & Activations
- Plan and execute in store and out of store local experiences with the goal to retain top clients and increase loyalty with the Brand
- Research and negotiate local opportunities to develop business partners (hotels, personal shoppers, stylists etc...)
- Support the Senior Manager in building and communicating the events and activations calendar for the region
- Support organisation and logistics of all client activations and events

Client Gifting and Treatments
- Pull the gifting strategy for the region to support client engagement and events
- Support stores with specific gifting & treatment requirements
- Monitor stores' usage of CE budget and share monthly report
- Review Gifts and Hospitality (G&H) declarations on quarterly basis


- Strong experience preferably in Client Engagement mangerial role
- Italian speaking
- Experience in hosting clients in a Luxury environment
- Solid Retail Experience preferred
- Deep knowledge of italian market
- Strong analytical skills
- CRM tools experience
- Project Management experience


Burberry is an Equal Opportunities Employer and as such, treats all applications equally and recruits purely on the basis of skills and experience.


Posting Notes: Italie || Non applicable || Milan || RETAIL OFFLINE || EMEIA - RETAIL MANAGEMENT || n/a ||

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